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Excellence in Customer Focus – Physicians/Healthcare Professionals

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Winner

DERM Connect: Changing the way the dermatology community interacts with their patients on a global scale

AbbVie with support from Lucid


Summary of work

Evidence shows that at the core of optimal care of chronic diseases, such as psoriasis, is a collaborative relationship between the patient and the healthcare professional (HCP). A partnership approach to care supports patient engagement in the definition of mutually agreed treatment goals and therapeutic decisions improving patient acceptance of, and adherence to, appropriate therapy, ultimately resulting in improved outcomes over the long term.

DERM Connect is a programme that improves the way the dermatology community across the globe interacts with patients with psoriasis. Using the latest academic thinking and developed in partnership with experts in psychology, behaviour change, communication and dermatology, DERM Connect ensures HCPs maximise their consultation time, understand the significant physical and psychological burden of psoriasis, patients’ goals for therapy and their challenges and concerns about available therapeutic choices. DERM Connect provides skills, ongoing support and patient-focused interventions to overcome the time challenges of the dermatology community through productive, collaborative consultations that improve patient outcomes. By December 2013, DERM Connect had resulted in statistically significant improvements in participants’ consultation approach, improving the way 1,400 HCPs from 25 countries across four continents interact with their patients through credible, unbiased skills training applicable to all aspects of clinical life.

Judges comments

This coherent programme with its clear positioning initiative encouraged better dialogue between physicians and their patients during consultations. In doing so it affected a real change in behaviours in a clinical setting and improved the patient experience and outcomes through meaningful discussions that led to a better understanding of the type of treatment needed. It is a great example of treating the patient and not the disease. Improving physicians’ consulting skills across multiple countries is no mean feat.


Finalists

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Arena for immunology - AbbVie with support from Lucid

The VISION Model - Johnson & Johnson Limited with support from Cello Health

Decisions in Time - Novo Nordisk with support from emotive